.. _PageNavigation admin_automation_ticket-notification_index: Ticket Notifications #################### Automatically communicate ticket events to customers, agents, and external users. Each event triggered can pass on valuable information to its recipients. Some notifications are provided by default. Default notifications ********************* * Mention notification - Notify users when they have been mentioned in a ticket. * Ticket create notification - Notify users of newly received tickets in their subscribed queue. * Ticket email delivery failure notification - Notify a user that an email has not been sent. * Ticket escalation notification - Notify the users of a ticket that has breached its service window. See :ref:`pagenavigation admin_queues_index` * Ticket escalation warning notification - Advance notification of pending service level breach. :ref:`pagenavigation admin_queues_index` * Ticket follow-up notification (locked) - A notification to the involved agents about a follow-up to a ticket. * Ticket follow-up notification (unlocked): This is a Notification to all agents with permission to the ticket about following up on an unlocked ticket. * Ticket lock timeout notification - Notify agents that a ticket has been unlocked. :ref:`pagenavigation admin_queues_index` * Ticket new note notification - Notification to users about notes added to their tickets. * Ticket owner update notification - Notify an agent about their assignment to the ticket. * Ticket pending reminder notification (locked) - A notification to the involved agents that the waiting time has expired. * Ticket pending reminder notification (unlocked) - A notification to all agents with permission that the waiting time has expired. * Ticket queue update notification - A notification to users that another team has passed them a ticket. * Ticket responsible update notification - Notify an agent about their assignment to the ticket. * Ticket service update notification - A notification to users that a ticket has been assigned to their subscribed service. Adding or Editing Notifications ******************************** The following settings are required when creating or modifying a notification. Basic Settings ============== .. figure:: images/notification_setting_event.PNG General Settings * Name - The name of the notification. * Comment - A field for admins to create comments about the usage of this notification. * Show in agent preferences - Determines if an agent should be able to select this or if it will be required. * Agent preferences tooltip - This message will be shown on the agent preferences screen as a tooltip for this notification. * Validity - Here, you can mark the notification as invalid or invalid temporary when making changes to the system. * Event - List of possible events that can be used to trigger this notification. Read more: :ref:`pagenavigation annexes_event_reference_index_event_reference` Filters ======= .. figure:: images/notification_setting_filter.PNG Filter Settings * Ticket Filter - Use ticket attributes to determine if the notification applies to this ticket. * Article Filter - A filter for the article create an event. Only the article create event will respect these filter items. Recipients Groups Settings ========================== .. figure:: images/notification_setting_repicpient.PNG Recipient Settings * Send to these agents - Agent recipient groups. * Send to all group members - Send to a specific group of members. * Send to all role members - Send to a specific role. The role must have at least read permission on these tickets. * Send on out of office - If the message should be sent during out-of-office hours for the user. * Once per day - If the message can be triggered more than once a day, per user, per ticket. Notification Methods ===================== **Email** .. figure:: images/notification_setting_method_email.PNG Email - Allow the email channel for this notification. **Webservice** .. figure:: images/notification_setting_method_webservice.PNG Webservice - Deliver the message via a web service **Activity** .. figure:: images/notification_setting_method_activity.PNG Activity - Deliver the message to the agent front-end. Notification Method Options Mail ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^ * Enable this notification method - Require this email channel for notification. * Additional recipient email addresses - Additional recipients can also be part of a dynamic field. * Article visible for customer - An article will be created if the notification is sent to the customer or an additional email address. * Email template - HTML Template for the notification * Enable email security settings - Only if PGP or SMIME is enabled. Notification Method Options Webservice ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^ * Web service name - Name for the web service. * Invoker - Name of the invoker * Asynchronous - Should the message be sent immediately or scheduled? * Additional recipient email addresses * Article visible for the customer Notification Method Options Activity ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^ Enable this notification method Notification Text ================= You can add and modify the text to support languages. When the user language is set, then the appropriate language will be sent, if configured here, with a message. The ``DefaultLanguage`` will be used for users with no preferences. If only one language has configured text, this text will be used. .. figure:: images/notification_setting_text.PNG Text Settings Further Help ============ A tag reference list is seen at the bottom of the add/edit screen. Notification Management ======================= In the table of configured notifications, you will have three distinct options for managing notifications. .. figure:: images/notification_management.PNG Manage, copy, delete and export notifications. Actions Menu ============ Create export and filter visible notifications in the actions menu of the notification management screen. .. figure:: images/notification_area_actions.PNG Actions Area .. seealso:: :ref:`pagenavigation annexes_entity_management_index` for more information on how to manage entities. There is also information about import and export of entities.